WHAT IS A PREDICTIVE DIALER SOFTWARE?The Editor
WHAT IS A PREDICTIVE DIALER SOFTWARE?
Predictive dialer software is an enhanced autodialer software that maximizes the agent’s efficiency. It works on an intelligent pacing algorithm that makes it more efficient than an auto or Robo dialer. A predictive Dialer dials numbers even before agents become available with a pretty fast dialing speed comparing autodialer software. This call center software is designed to maximize agents’ performance and minimize their idle time. It has the power to dial as many leads as possible. A predictive dialer guarantees more productive talk time and increases call center efficiency.
HOW DOES A PREDICTIVE DIALER WORK?
Predictive dialer software works by balancing between dialing numbers and agents’ availability. Four factors make Cybells Predictive Dialer the best dialer for call centers.
This adaptive technique makes the predictive dialer powerful and reliable. The pacing algorithm is a mathematical formula that drives the predictive dialer to higher efficiency. The more the agents available to receive a connected call, the more the dialing of numbers. It predicts the agent’s availability and dials numbers accordingly. If the agents are busy, predictive dialers slow down the dialing ratio and vice versa.
Predictive dialer software should be aggressive when dialing numbers. If more calls are placed and agents are not available, the potential customers have to wait very long. In this scenario, one can lose the customer. Predictive dialer minimizes call abandon rate and idle time.
SIZE OF A CALL CENTER
Predictive dialer performs better if the call centers are large having large campaigns. It provides more statistical data analysis and bigger room to practice the prediction algorithm.
NUMBER OF AGENTS
One other factor to perform predictive dialer better is the number of agents. Timing is crucial in predictive dialing, hence the dialer software should have the data like average call duration, and the number of live or idle agents.
Cybells Tips: Predictive dialer enhance your call and contact center efficiency by improving talk time,killing idle time and abandon call rate.
Key Words: Predictive Dialer, Auto Dialer,Call Center Software